upsell discount being removed in checkout

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Lfrailey173
Posts: 352
meble kuchenne Mikołów Knurów Czechowice-Dziedzice
Joined: Thu Oct 23, 2014 4:16 pm
Website: www.realnoni.com

upsell discount being removed in checkout

Post by Lfrailey173 »

It has been brought to our attention by quite a few frustrated customers that we have a glitch with our upsell offers at checkout. When a customer accepts one of our "upsell deals" that pop up the item is added to the cart, they type in the code from the pop up screen, the shopping cart accepts the code and shows the discount on the item and then when they click checkout it is removing the discount and giving a duplicate discount error. The upsell coupons for the last 8 years we've used them have always worked even if the customer took advantage of a quantity discount on another item in their cart or used a discount code for another item...not the upsell item, now it is removing the discount....how do we fix this. I get at least one to three phone calls a day about this.

I've tested NONILAV and NONISPORTS upsell codes both are having this issue.

I know you will ask for examples of orders where the system allowed both the upsell, a quantity discount on another item and/or another code to be used for another item in the cart: Please reference orders #54780, #54082, #49798, #33393, #33489, #33706 and #33709 for NONILAV code and orders #54442 and #51895 for NONISPORTS code

Accepts in shopping cart:
upsell coupon removing issue shopping cart screen .jpg
upsell coupon removing issue shopping cart screen .jpg (218.1 KiB) Viewed 13 times
Removes once checkout is clicked:
upsell coupon removing issue checkout  screen .jpg
upsell coupon removing issue checkout screen .jpg (240.09 KiB) Viewed 13 times
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NoahBaldwin
Support Team
Support Team
Posts: 106
Joined: Fri Jan 04, 2019 11:21 am
Website: www.allprowebtools.com

Re: upsell discount being removed in checkout

Post by NoahBaldwin »

This functionality was added as requested by your company here: viewtopic.php?f=3&t=4168

It was our understanding that you company policy prohibits coupon stacking of any discounts. Please provide clarity as to your company policy.
Steve173
Posts: 104
Joined: Mon Jun 01, 2015 7:55 pm
Website: www.realnoni.com

Re: upsell discount being removed in checkout

Post by Steve173 »

The upsell codes have always worked fine until recently. When did you add the function?

If you read the thread on "This functionality was added as requested by your company here: viewtopic.php?f=3&t=4168" you will see it's a completely different scenario than what we are asking about today. That was an issue that level 2 found when "Thank you for reporting this issue, we found this would happen when a customer put the coupon code in before adding any item to their cart." These codes are typed in after items are in the cart as they don't even have the code until they add the item to the cart.

Yes the code should not stack on top a discount already applied to that item...that is what the link you are referencing is regarding and what Jazzy had support fix. That link is about a customer taking a quantity discount on an item and then not being able to apply another code for that same specific item.

What we are asking about now is the upsell codes. For example a customer is purchasing 4 packets of Noni Fruit Leather for the 5% discount. At checkout our upsell pops up for them to add the Sports formula lotion for $5. They click to accept and type in a the code and tada the discount for the Sports is applied and the still get their 5% off the Noni Fruit Leather as it is a different product.....it has always functioned this way until recently. Take a look at any of the example orders I sent you...that's how the upsell codes have always functioned.

Hopefully this helps clarify the issue we are having please advise.
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NoahBaldwin
Support Team
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Posts: 106
Joined: Fri Jan 04, 2019 11:21 am
Website: www.allprowebtools.com

Re: upsell discount being removed in checkout

Post by NoahBaldwin »

I am unable to find an example of this working differently than it does currently.

From the example order numbers that you provided, I do not see any orders that:
  • were entered by a customer on your website and
  • used the upsell coupon code and
  • was able to stack discounts and
  • after the date that your company made this request: viewtopic.php?f=3&t=4168
#33393, #33489, #33706 and #33709 were all entered before the request was made here: viewtopic.php?f=3&t=4168

#49798 is using the coupon code "waves" which is no longer valid

#54780, #54442, #51895 were not entered by customers on your website, rather they were manually entered by your staff (likely a phone order). Manually entered orders are allowed a broader range of latitude in regards to discounts and coupon stacking then an order placed on your website.
Steve173
Posts: 104
Joined: Mon Jun 01, 2015 7:55 pm
Website: www.realnoni.com

Re: upsell discount being removed in checkout

Post by Steve173 »

Thank you for clarifying the limitations of the coupon system. This was never explained to us until now. We now understand that our "upsell" coupons are pretty useless and are only creating further frustration by our customer with our website offering them a discount on an item they were not intending to purchase to only have the discount not work when they decide to act on it.

If you look at our account history you will see we've offered coupons that do stack and coupons set with parameters that don't allow stacking over the past 8 years. This was all prior to the Sept 2019 forum question about the FM1001195 coupon code that our AllPro marketing expert created with the incorrect parameter so it was allowing stacking, this topic viewtopic.php?f=3&t=4168 was about one specific code not all our codes.

We have run coupon specials since Sept 2019 and some of those were created to "stack" have stacked so could you please clarify how we are to create our free shipping codes so they stack with any discount?
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